Order, Delivery and Returns Policy

Order Confirmation

When you place an order, we'll pre-authorise your card but won't take payment immediately. We'll first check with our supplier to confirm the item is available for immediate shipment. Once confirmed, we'll process your payment and dispatch your order straight away.

If there's a delay (for example, if an item is on backorder), we'll cancel the pre-authorisation and contact you with an update.

Delivery

If your item is in stock, we aim to charge your card and dispatch your order within 2 working days. Once shipped, you'll receive an email providing you with details of your delivery.

Shipping processing time varies by brand due to the differential properties of the brands' preferred freight carriers. Once shipped, items usually arrive within 2 to 14 business days. All of our orders are shipped via our supplier(s).

If you haven't received tracking details within 5 working days, please contact us at sales@dirashomesandlifestyle.co.uk and we'll be happy to help.

For full details of your right to cancel or return an item, see the Cancellations & Returns section below.

If your item arrives damaged, we will supply replacement parts free of charge. Any damage must be reported within 5 days of delivery and prior to assembly.

We are unable to accept or process any claims for replacement parts once an item has been partially or fully assembled.

Items sent back to us without first requesting a return will not be accepted.

DISCLAIMER

Diras is an online retailer and is not the brand itself.

Missing parts

Any missing parts must be reported within 5 days of delivery and prior to assembly. Please send us an email immediately at sales@dirashomesandlifestyle.co.uk. Replacement parts are sent out free of charge once the missing parts have been reported in accordance with our terms.

More Delivery Info

If you live in the UK outside the mainland, or when access to the property is not straightforward, we may still be able to deliver, however an additional delivery charge can apply. Again please contact us for further information.

The delivery is normally in the standard working week - Monday to Friday.

Next working day delivery is usually on the next working day i.e. Monday to Friday with bank/public holidays excepted, provided the order is placed before 12pm. If you are outside this time please call and we may be able to deliver the item(s) the following working day. When a product is ordered on a weekend day or a bank/public holiday the next working day delivery will be on the second working day after the off period e.g. an order placed at a weekend (Saturday or Sunday), will be arranged for delivery on the Tuesday following the Sunday.

Deliveries are carried out by our transport, via independent carriers or by the manufacturers themselves. Some orders may be delivered in more than one drop.

Whilst we make every reasonable effort to deliver promptly and within the expected time frame, there may be situations beyond our control which we cannot be held responsible or accept liability for. These can include, but are not limited to, traffic problems, manufacturer's sudden stock shortages, or manufacturing delays. We will make every effort to keep you informed as soon as we are made aware of them.

WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED. WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.

Access

We reserve the right to refuse delivery if you have not informed us about any conditions that may affect the delivery access e.g. a flight of stairs, or, when the delivery company arrives they determine it is unsafe to make the delivery. You will have the choice of leaving the products on the ground floor/in the property, or the products will be taken away and any failed delivery charges that occur from the delivery company will be passed on to you.

The same applies to vehicle access; we must be made aware of anything that may restrict access to large vehicles such as a low bridge or narrow lanes.

Checking Items on Arrival

We very strongly recommend on delivery where possible that you thoroughly inspect the goods before signing the delivery acceptance slip.

In the unlikely event of obvious damage occurring on the delivery journey, please write 'DAMAGED' and make a note of the problem on the delivery slip. Please note, although we send products out in prime condition, with the best will in the world some boxes can arrive looking creased etc. This does not mean the product inside is damaged. Please accept the package and open carefully to check the product and follow the procedure below.

If inspection is not possible before signing for the items, please write 'UNCHECKED' on the delivery slip and accept the goods.

Within 5 days of receiving the order you agree to examine the order by opening all the boxes and thoroughly examining all the items on the delivery before any installation/fitting takes place, and notify us of any damages, faults, shortages or errors in the order immediately. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty or damaged item. We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer to fix the problem or replacing the whole item as necessary.

We cannot refund or exchange any items which are signed for, have not been reported as damaged within 5 working days of delivery, and are then subsequently reported as damaged after this period. Such damage, which could be seen on a reasonable initial inspection, for example and not exclusively, dented or scratched exterior panels, will not be accepted. This does not relate to any fault found later that could not be seen easily on a reasonable initial inspection.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.

This does not affect your statutory rights.

Installation

The prices quoted are for purchase and delivery of products and do not include any installation or fitting services.

We cannot accept liability for damages or errors if goods have been fitted/used.

We recommend that you do not arrange dates for any installers/fitters or remove/discard any old equipment until the NEW items have arrived and been checked for damages. We cannot accept responsibility or liability for any damages, faults, shortages or errors that are not reported within the first 5 days, where upon arrival of the installer/fitter, the product is found to have damage, faults, shortages or error.

Please note dimensions specified are with a tolerance and depending on the product may be subject to variations. We always recommend that you wait for your purchase(s) to arrive before making any changes to your space.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received. As a general guide, you should have the replacement within 3 days of the return of the damaged item.

Cancellations & Returns

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us at sales@dirashomesandlifestyle.co.uk within 14 days of delivery. You then have a further 14 days to return the goods to us, unused, unassembled, and in their original packaging where possible.

This cancellation right does not apply to any goods made specifically for you or to your own specification.

Once we receive the returned item (or evidence it has been sent back), we will process your refund within 14 days. Return shipping costs are the customer's responsibility unless the item is faulty, damaged, or not as described.

If you need to change or cancel an order before it has been dispatched, please get in touch as soon as possible and we will be happy to help.

If you wish to return an item to us please see the Returns & Cancellations section above for details on how to do so.